Consumer electronic registration, control and support concierge device and method

Abstract

We disclose a concierge device that can be configured to register, control and support a consumer device. It can alternatively or redundantly connect to a home management bridge and/or cloud-based management servers. It can accept menus that allow a single concierge device to provide a wide range of functions for various consumer devices. The concierge device allows the user in a single action to initiate a support session, automatically identifying the consumer device. The concierge device can be configured for voice or video support calls. The concierge device in conjunction with a home management bridge or gateway can manage on boarding of components of an automated home, such as switches and lamps. Implementations of the concierge device that include a display can show supplemental information, such as advertising, optionally in coordination with media being played on a consumer device coupled in communication with the concierge device.

1. A method of initiating a support session for a consumer device using a concierge device, the method including:
 associating the concierge device with a selected consumer device; 
 responsive to a single action performed by a user, the concierge device communicating with a home gateway, including
 causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a support center for a support session; and 
 causing the home gateway to initiate the support session for the consumer device and to forward automatically the consumer device identification information during the support session, thereby allowing the support session either
 to bypass an automated attendant or interactive voice recognition system or 
 to initiate an automated support protocol. 
 
 
 
     
     
       2. The method of  claim 1 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway. 
     
     
       3. The method of  claim 1 , wherein the associating further includes selecting the consumer device from a menu of candidate consumer devices known to the home gateway. 
     
     
       4. The method of  claim 3 , wherein the menu is an audio menu. 
     
     
       5. The method of  claim 1 , wherein the menu is displayed visually. 
     
     
       6. The method of  claim 1 , wherein the home gateway is a physical device separate and distinct from the concierge device, to which the concierge device sends messages via an in-home network. 
     
     
       7. The method of  claim 1 , wherein the home gateway is part of the same physical device as the concierge device. 
     
     
       8. The method of  claim 1 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside the home. 
     
     
       9. The method of  claim 1 , further including the concierge device receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session. 
     
     
       10. The method of  claim 1 , further including the home gateway connecting with and receiving status information from the selected consumer device and using the status information in the support session. 
     
     
       11. The method of  claim 1 , further including the home gateway relaying messages to and from the selected consumer device during the support session. 
     
     
       12. The method of  claim 1 , further including displaying information received during the automated support protocol on a display of the concierge device. 
     
     
       13. The method of  claim 1 , further including enabling a user of the concierge device to bypass interactive response systems and begin the support session by talking to a human support agent, based on the forwarded consumer device identification information. 
     
     
       14. The method of  claim 1 , further including causing the home gateway to determine which of several support centers to initiate contact with to support the particular consumer device. 
     
     
       15. The method of  claim 1 , further including displaying on a display of the concierge device a targeted or interactive advertisement. 
     
     
       16. A concierge device comprising:
 at least one wireless data communication adapter, one or more input sensors, one or more outputs, and memory; and 
 at least one processor configured to perform operations including: 
 associating the concierge device with a selected consumer device including selecting the consumer device from a menu of candidate consumer devices known to a home gateway; 
 responsive to a single action performed by a user, the concierge device communicating with the home gateway, including
 causing the home gateway to buffer consumer device identification information for the selected consumer device and determine a support center for a support session; and 
 causing the home gateway to initiate a support session for the consumer device and to forward automatically the consumer device identification information during a support session, thereby allowing the support session either
 to bypass an automated attendant or interactive voice recognition system or 
 to initiate an automated support protocol. 
 
 
 
     
     
       17. The concierge device of  claim 16 , wherein the associating further includes wirelessly pairing the concierge device with the selected consumer device and identifying the paired selected consumer device to the home gateway. 
     
     
       18. The concierge device of  claim 16 , wherein the menu is an audio menu. 
     
     
       19. The concierge device of  claim 16 , wherein the menu is displayed visually. 
     
     
       20. The concierge device of  claim 16 , wherein the home gateway is a physical device separate and distinct from the concierge device and having its own processor, to which the concierge device is configured to send messages via an in-home network. 
     
     
       21. A system including the concierge device of  claim 16 , wherein the home gateway is part of the same physical device as the concierge device. 
     
     
       22. The concierge device of  claim 16 , wherein the home gateway is a cloud-based device to which the concierge device sends messages via a network that extends outside the home. 
     
     
       23. The concierge device of  claim 16 , further comprising the processor configured to perform operations including receiving status information from the selected consumer device and forwarding the status information to the home gateway for use in the support session. 
     
     
       24. A system including the concierge device of  claim 16 , further comprising the home gateway including a processor configured to perform operations including connecting with and receiving status information from the selected consumer device and using the status information in the support session. 
     
     
       25. A system including the concierge device of  claim 16 , further comprising the home gateway including a processor configured to perform operations including relaying messages to and from the selected consumer device during the support session. 
     
     
       26. The concierge device of  claim 16 , further comprising the processor configured to perform operations including displaying information received during the automated support protocol on a display of the concierge device. 
     
     
       27. The concierge device of  claim 16 , further including enabling a user of the concierge device to bypass interactive response systems and begin the support session by talking to a human support agent, based on the forwarded consumer device identification information. 
     
     
       28. The concierge device of  claim 26 , further including displaying supplemental information on the concierge device as the user is participating in the support session. 
     
     
       29. The concierge device of  claim 28 , where the supplemental information displayed includes a targeted or interactive advertisement.